About the Role:The Guest Experience Manager is responsible for ensuring personalized and memorable experiences are consistently delivered and ensures that the highest levels of hospitality and service are provided.  Manage all communications intended to enhance guest stay prior to a guest’s arrival as well as experiences while on property including guest enhancement services. Manages the flow of questions and directs guests within the lobby. Serves as the hotel’s ALL Loyalty Champion, actively promoting loyalty engagement, strengthening relations with ALL members, and ensuring members receive meaningful recognition throughout their stay. What You’ll Do:Maintaining GoalsDevelops specific goals and plans to prioritize, organize, and accomplish their work.Handles complaints, settling disputes, and resolving grievance and conflicts, or otherwise negotiating with others.Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.Ensuring Exceptional Customer ServiceProvides services that are above and beyond for customer satisfaction and retentionServes as a leader in displaying outstanding hospitality skills.Observes service behaviors or employees and provides feedback to the appropriate leader.Manage and coordinate guest enhancement services, amenities, special requests, celebrations, and other opportunities to exceed guests’ expectations.Managing Projects and PoliciesImplement and maintain the customer recognition/service program, communicating and ensure the process is being followed.Ensure property policies are administered fairly and consistently.ALL Members & VIP ResponsibilitiesProcess all incoming requests for Return Guests, VIP guests, and others.Build and maintain ALL members, VIP and Return Guest profiles.Drive room revenue by increasing ALL members, Return Guest and VIP bookingsOversee customer relationship management system (CRM)Accountable for ensuring personal contact occurs with ALL members, VIP and Return Guests in addition to guests who have preferences where expectations need to be communicated during their stay.Serves as the hotel’s primary champion for ALL loyalty engagement and member recognition.Additional ResponsibilitiesProvide information to supervisors, co-workers, and subordinates by telephone, in written form, email or in personAnalyze information and evaluating results to choose the best solution and solve problems.Inform and/or update the executives, the peers and subordinates on relevant information in a timely manner.Maintain high visibility in public areasParticipate in departmental meetings and continually communicate a clear and consistent message regarding the goals to produce desired results.